Customer Relationship Management solutions try to integrate every aspect of the customer lifecycle, from marketing and lead management to sales and support. Four companies in our survey received enough responses to be considered in our analysis. Respondents responsible for deploying and administering Microsoft and Sage CRM software mostly worked for companies with one to 49 employees. Salesforce.com's market was somewhat larger businessesthose in the 50 to 999 employee rangewhile Oracle's median was 1,000 to 4,999 employees.

Microsoft, Oracle, and Salesforce.com had identical overall satisfaction ratings (7.4), making our awards process quite difficult. However, we felt Microsoft distinguished itself with the best likelihood to recommend rating (7.3), value (7.3), and satisfaction with technical support (7.6) ratings. Microsoft wins the PCMag Business Choice Award for CRM software.

Salesforce.com, which has long been one of the loudest proponents of moving software off businesses' servers into the cloud, earns an Honorable Mention. Respondents were nearly as likely to recommend Salesforce (7.2) as they were Microsoft, and the cloud-based approach may well account for Salesforce's best-in-class satisfaction with reliability rating (7.9).

While Oracle had the same overall satisfaction rating as Microsoft and Salesforce, respondents were less likely to recommend the software (6.8). This put it only slightly ahead of Sage (6.6), which had the lowest overall satisfaction rating (6.9).

Microsoft, Inc.
Respondents responsible for deploying and administering CRM software were most likely to recommend Microsoft, and also said the company's software provides the best value.

Salesforce.com, Inc.
Tying Microsoft and Oracle for the highest overall satisfaction rating, Salesforce also had the highest satisfaction with reliability rating, likely driven by its cloud-based approach.

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